Client Success Manager

Role Overview

• Own the client relationship. You’re the primary point of contact from kickoff to closeout. Clients trust you, lean on you, and come back because of you. You communicate proactively, and they never have to chase you for a status update.
• Own the plan. You’ll run up to 20 concurrent engagements ($30–50K, 3–8 weeks), coordinating small engineering teams alongside our AI-powered delivery tools. You track milestones, flag risks early, unblock teams fast, and keep work moving before anyone has to ask. AI handles documentation and reporting overhead so the volume stays manageable.
• Run the engagement from kickoff to hypercare. You run a structured cadence: 30-minute kickoff, 2–3 discovery sessions, FRD review, UAT, and hypercare. You author the FRD with AI, lock first discovery within seven business days, and clear open items before development starts. Status goes out every Monday. Every meeting has a purpose, an agenda, and a result.
• Hold the line on scope and commitments. You enforce scope discipline so projects stay profitable and clients get exactly what was promised. Out-of-scope requests go through a change request before work begins. No exceptions, but you handle it in a way that strengthens the relationship rather than straining it.
• Operate from inside Claude. Claude is your primary interface, not a tool you reach for occasionally. You use it to pull context (SOW summaries, account history, project health briefings), to run the skills that produce client-facing artifacts (kickoff deck, discovery questionnaire, FRD, UAT guide, weekly status report), and to keep Notion — our system of record — current. The scrum agent reports project status into a dashboard you act on; you don’t chase engineers for updates.
• Spot the next dollar. You’re the eyes on the ground inside the account. Spot follow-on projects, managed services opportunities, and adjacent problems we could solve. Loop in sales when there’s something to chase — you don’t close the deal, but you make sure it never gets missed.

Requirements

• 4+ years experience in technical project management or client delivery at a software services or consulting firm, owning plans, milestones, and engineering coordination across multiple concurrent engagements.
• Working knowledge of Salesforce and/or MuleSoft — enough to speak the language credibly and spot when something's harder than estimated, but deep architecture or implementation experience isn't required (AI handles that layer).
• Comfortable in a Kanban-style, agent-orchestrated model where daily status comes from a scrum agent and project health is a dashboard — if you need sprint cadence and ticket grooming to feel productive, you'll be miserable here.
• Exceptional written and verbal communication — clear, concise, confident, and warm.
• A high-volume, high-context-switching operator who can hold 15–20 active engagements and switch between them cleanly — volume is the role, not a phase you're trying to grow out of.
• Schmoozer with an engine — you build warm relationships clients refer to peers, but when something needs to move, you move it.
• Hungry, ambitious, highly coachable — you'd rather be corrected fast than be comfortable.
• A bias for action, decisive under chaos. You act first and analyze second; if you need exhaustive context before committing, this role will eat you alive.
• Hands-on experience using AI tools (Claude, Cursor, ChatGPT, or similar) as part of your day-to-day workflow.

Tech Stack

• Switching

Benefits

• Competitive salary + performance bonus
• Medical, dental, and vision coverage
• 401(k) with generous company match
• Flexible PTO and remote-first work environment
• Annual professional development budget (certifications, conferences, AI tools)
• Equipment stipend